About the role
The Workforce Planning Program Manager is responsible for building and maintaining accurate capacity plans across all support regions, verticals, and languages. This role plays a critical part in ensuring our Customer Support operation is efficient, well-staffed, and prepared to meet service levels, while balancing cost and quality. You’ll own long- and short-term forecast models, develop scheduling frameworks, and work closely with WFM Analysts, BPO partners, and CS leadership to turn data into action.
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